I agree with you completely.. I just think people are going to be harsh on this game at release because they have expectations from a game (or other games) that have been out for a long time. Yes, there are so many similar features from WoW.. but WoW is also apparently dying. A little while back, I don't remember the exact time frame, but they had lost something like 500,000 subscribers. So the developers of this game take these features, probably that existed back when they started to make the game, and then leave a lot of room for improvement.
Obviously people are not happy with the customer service right now because it doesn't seem like they care.. but maybe it will change. Maybe they will take all these things people are upset about and implement them.. maybe it'll be the same as WoW, but maybe it won't.. maybe it will be better.
Edit: WoW Subscriber Loss Source (And there have been more reports of these since then, I think.)